NICA Tool: Extract and Correlate Evidences in Computer ...

The top call center metrics are: Abandon rate and Average-Talk-Time (ATT) is the average amount of time agents talk to customers. Average Talk Time (ATT) & After Call Work (ACW) & Average Handle Time(AHT), Adherence & Shrinkage, Attendance & Punctuality, Service Level & Average Speed of Answer (ASA), First Call Resolution, Occupancy, Cost per ... ................
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